VA Profile -- John Mark Ansing
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand John's background, while also demonstrating his writing skills...
“ I've been in the BPO industry for more than 8 years and been in 5 call centers already. I was a Customer Service Representative for AT&T Wireless account for more than 5 years and we assist customers with billing concerns, payments, payment arrangement, processing new lines of service or upgrading their wireless devices and services. We also track order status, activations, process returns, refunds, credits, transfer of billing responsibility and upselling or pitch for a sale on each and every call. We also walk them through online on how to manage their account to reduce callbacks and that would achieve First Call Resolution, Customer Satisfaction and lower our Average Handling Time.
I've also worked as a Chat Support Representative or Customer Service Associate for Comcast account for 8 months. We've handled four lines of business for this account and it was for Internet, Cable, Home Phone and Home Security. We assist new and existing customers via chat and handle a maximum of three chats at the same time. Most of them are billing concerns like dispute, refunds, credits, payment and payment arrangement. We assist new customers in general inquiry about our products and services, check if there's available service in their area and run credit checks if they are eligible to get service or create an account for them.
I was a Web Advisor or Customer Service Associate for a Web Hosting account for a year and assisted customers through chat. We troubleshoot servers, emails, website error, database management and walk the customer through to set up and build their website using WordPress and other website builders. I was a Technical Support Representative for AT&T Uverse and DirecTV and was on that account for 7 months. My most recent call center experience was for an Instacart account. Customers will order groceries online or using the app and we are assisting them to check the status of their order, call shoppers or drivers to make sure they receive the order and assist them with replacement. We also process refunds, credits for order issues and troubleshoot if there's an issue with the application or website. Submit a ticket to our Product Support ,Trust Safety Team and to other departments for issues that cannot be resolved on our end.
What I like about my job is that I love being able to make people happy by solving the problems they are having. Achieving a personal victory or completing a task that was previously unsolvable. Being able to serve someone in a way that’s different from any service they’ve received before and seeing the difference you make, is highly rewarding. Whether it’s something as small as a warm smile and greeting, or offering them a service they didn’t know about, making a difference in someone’s life is extremely gratifying and is the reason why I love customer service. "
